AC-Win 5 Coming Up Closed

[rburk0319]

We have AC-Win 5 on Windows XP with a HiPath 4K. Since last week it has been coming up and the status at the bottom says "Closed". All of the control buttons are greyed out and calls to the receptionist keep ringing. Troubleshooting I've tried so far.
[ul]
[li]Reset the PEN[/li]
[li]Re-seat the ACCRD UPoE card[/li]
[li]Restore the cnw and cdn files from a known good backup[/li]
[li]Perform a system restore[/li]
[/ul]

The card is registering disconnects and reconnects as the status goes from "Closed" to "Waiting..." when the cable is disconnected. What could cause this issue?

 

[donb01]

The number one problem I have with AC-Win (4) is that the computer "forgets" the audio devices and no longer sees your headset or whatever you are using for a microphone and speakers. I would suggest going in to the file/settings menu and looking at your audio settings (on 4 I think it is called ringer settings but it has been a while since I've had to fix it). Make sure you have a valid microphone device (usually headset), listening device (usually headset), ringer device (usually PC speakers), and the mixer is usually the sound card in the PC. My AC-Win will not go live if that information is not valid, and it happens fairly often.

I tell my attendants that if they have a problem with the system they must NEVER save the workspace, and just exit the application, reboot the computer and bring it back up. Usually that will fix the situation. I tell them to ONLY save the workspace immediately after making button or other changes they know they want to save. If you save the workspace when there is a problem you have just saved the problem. Then you have to correct the issue(s) and save the workspace again to be sure the corrections got saved.

Hopefully this helps - it is based on version 4 though.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[rburk0319]

Thanks for your response Don. I changed from internal ringer to soundcard and it made no difference. I switched back internal ringer now the status is "Trying..." Is it possible that a malfunctioning handset is causing this issue? Our attendant console uses a handset attached via the UPoE card.

 

[donb01]

This interface is new to me. Do you know where the settings are for your headset device that you use for communication? It should show what devices you are using.

If that is not there anymore it is possible that it now uses whatever the default devices are in windows. Right click on your speaker icon and check in playback devices and recording devices that your headset is set as the default recording device (recording) and the default communications device (playback). See if that makes a difference.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[sbcsu]

It could be that the soundcard is not installed properly or needs re-installation.
If you go to Control Panel / Device Manager and have a look at the sound card there to begin with.

 

[member 1453342]

Don this is the older AC-Win that required a proprietary PCI card in the PC. It's a UP0/E connection back to 4K (SLMO) and the handset (and tape recorder) also connects physically to that card. It doesn't use IP for anything, and the headset requires a non-standard connector to connect it directly to the handset cradle. There doesn't have to be a headset, just the handset is common.

Difficult to say what could be wrong. If you had two of them you can change parts to prove them but if you only have one, it's more difficult. Yes a faulty handset could cause this, because the handset must be connected for AC-Win to come in service. But other things could go wrong. This version is not as twitchy with audio devices as AC-Win IP because it doesn't need them - it has an internal ringer on the card and a proprietary handset, so audio device is not a dependency.

Could be a faulty handset, or connector.
Could be a corruption in XP, possibly an update. But I suppose with it being XP, you haven't had any updates.
Could be a faulty AC-Win card in the PC (does it display OK in device manager).
Could be a faulty SLMO port.
Could be faulty line and plant.
Could be 4K config, has anyone made changes to VFGR or ACSU (unlikely).

This version of AC-Win does not use a license file. You could reinstall on a different PC. You need to know if you are using MQ or DQ to reinstall.
There was an inf driver supplied with AC-Win with these UP0/E cards. Could reapply it.
Could add a new ACSU config on 4K on a different SLMO but you'll need to add the new ACSU number into VFGR.
Could move the UP0/E cable pair to new line and plant (maybe test with a known good working Optiset pair? Delete a phone, readd as ACSU, plug the PC in there).
Check console still added in VFGR and ACSU config.
Could give the 4K a soft restart but I doubt that would help. I'd do it anyway because why not.

There is a diags program installed along with AC-Win, "ACDiag", it will write various logs with various debug levels, but the output is cryptic, slows the PC to a crawl if you max the logs our, and may not help. Previous options are probably easier.

 

[rburk0319]

Moriendi, this gives me a great starting point. Thank you. Below are the results of some of the troubleshooting that has been completed.

Could be a faulty handset, or connector.

Unfortunately we don't have another handset to test with. We are working on finding a replacement part.

Could be a corruption in XP, possibly an update. But I suppose with it being XP, you haven't had any updates.

I rolled back to a previous system restore point. Also, no updates have been installed recently because it is XP.

Could be a faulty AC-Win card in the PC (does it display OK in device manager).

AC-Win card looks operational in device manager.

Could be a faulty SLMO port.

We tried a different SLMO port but had the same issue.

Could be faulty line and plant.

I have not tried to mitigate this as a possible cause. It could be the port/cabling.

Could be 4K config, has anyone made changes to VFGR or ACSU (unlikely).

No changes recently.

 

[donb01]

I'm sorry. He said AC-Win 5 and I'm running AC-Win 4 so I assumed his was the newer one with all that stackless crap they came out with, etc and that's why I didn't recognize the screens. )

Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA